Service Fanatics How To Build Superior Patient Experience The Cleveland Clinic Way

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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

James Merlino
Service Fanatics How to Build Superior Patient Experience the Cleveland Clinic Way Book PDF

Author : James Merlino
Publisher : McGraw Hill Professional
Page : 288 pages
File Size : 42,6 Mb
Release : 2014-10-31
Category : Business & Economics
ISBN : 9780071833264

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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino Pdf

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations VIDEO ENHANCED EBOOK

Toby Cosgrove
The Cleveland Clinic Way Lessons in Excellence from One of the World s Leading Health Care Organizations VIDEO ENHANCED EBOOK Book PDF

Author : Toby Cosgrove
Publisher : McGraw Hill Professional
Page : 194 pages
File Size : 53,8 Mb
Release : 2014-01-24
Category : Business & Economics
ISBN : 9780071839341

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The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations VIDEO ENHANCED EBOOK by Toby Cosgrove Pdf

This is the future. Join the revolution. Transform your organization the Cleveland Clinic way. "One of the best healthcare systems in the world." President Barack Obama American healthcare is in crisis. It doesn't have to be. There's a revolution going on right now. On the frontiers of medicine, some doctors have developed an approach for treating people that is more effective, more humane, and more affordable. It's an approach to healthcare that has captured the attention of the media and business elite--and the President of the United States. It's all happening at Cleveland Clinic, one of the most innovative, forward-looking medical institutions in the nation. In this groundbreaking book, the man who leads this global organization, Toby Cosgrove, MD, reveals how the Clinic works so well and argues persuasively for why it should be the model for the nation. He details how Cleveland Clinic focuses on the eight key trends that are shaping the future of medicine. Readers will learn: Why group practices provide not only better--but cheaper--care Why collaborative medicine is more effective How big data can be harnessed to improve the quality of care and lower costs How cooperative practices can be the wellspring of innovation Why empathy is crucial to better patient outcomes Why wellness of both mind and body depends on healthcare, not sickcare How care is best provided in different settings for greater comfort and value How tailor-made care treats a person instead of a disease This enhanced eBook includes 8 videos that include interviews with the doctors and executives who helped shape the Cleveland Clinic’s successful strategy. It also includes visuals of patients/doctor interactions and the hospital’s facilities. At its core is Cleveland Clinic's emphasis on patient care and patient experience. A refreshingly positive and practical vision of healthcare, The Cleveland Clinic Way is essential reading for healthcare and business executives, medical professionals, industry analysts, and policymakers. It gives leaders lessons they can apply to their own organizations to achieve results and empowers average Americans to make more informed healthcare decisions. PRAISE FOR THE CLEVELAND CLINIC WAY "A brilliant doctor and leader lays out practical and thought-provoking prescriptions for America's healthcare future. A must-read." -- Jack Welch, former Chairman and CEO of General Electric Company "The Cleveland Clinic Way is what the healthcare system in this country needs: honesty about the challenges, optimism about our ability to address them, and a focus on solutions. A must-read for healthcare leaders, it's written in clear, inclusive language that makes it just as valuable for the rest of us." -- John Chambers, Chairman and CEO of Cisco "A pioneer in American healthcare, Toby Cosgrove shows just how the diligence and innovative thinking behind Cleveland Clinic has helped solve fundamental problems most other places barely touch. There are lessons here for everyone--patient, physician, and policymaker alike." -- Atul Gawande, MD, professor at Harvard Medical School and bestselling author of The Checklist Manifesto "Toby Cosgrove frames the eight important trends that will transform the U.S. healthcare system. The Cleveland Clinic Way is a good road map for those who want to make the U.S. healthcare system better." -- Jeffrey Immelt, Chairman and CEO of General Electric Company

Administratively Adrift

Scott A. Bass
Administratively Adrift Book PDF

Author : Scott A. Bass
Publisher : Cambridge University Press
Page : 299 pages
File Size : 52,6 Mb
Release : 2022-06-09
Category : Education
ISBN : 9781316514917

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Administratively Adrift by Scott A. Bass Pdf

An innovative analysis of the residential university's structure, culture, and functions, and their impact on student well-being and success.

Ethics in Health Administration: A Practical Approach for Decision Makers

Eileen E. Morrison
Ethics in Health Administration A Practical Approach for Decision Makers Book PDF

Author : Eileen E. Morrison
Publisher : Jones & Bartlett Learning
Page : 312 pages
File Size : 46,5 Mb
Release : 2019-01-29
Category : Business & Economics
ISBN : 9781284156119

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Ethics in Health Administration: A Practical Approach for Decision Makers by Eileen E. Morrison Pdf

Given the many advances in technology as well as the ongoing discussion of health care reform post-Affordable Care Act, today’s healthcare administrators require a strong foundation in practice-based ethics to confront the challenges of the current healthcare landscape. Ethics in Health Administration, Fourth Edition focuses on the application of ethics to the critical issues faced by today's healthcare administrators. After establishing a foundation in the theory and principles of ethics, the text encourages students to apply ethics to such areas change, regulation, technology and fiscal responsibility. Thoroughly updated, the Fourth Edition includes 12 new, contemporary case studies that encourage students to apply ethics. A new chapter on the Ethics in the Epoch of Change stresses major changes in healthcare, including the digital revolution, population health, ethics temptations and ethic resilience. Other chapters have been revised to include new cases, and more.

Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience

Adrienne Boissy,Timothy Gilligan,
Communication the Cleveland Clinic Way How to Drive a Relationship Centered Strategy for Exceptional Patient Experience Book PDF

Author : Adrienne Boissy,Timothy Gilligan,
Publisher : McGraw-Hill Education
Page : 288 pages
File Size : 45,9 Mb
Release : 2016-05-04
Category : Business & Economics
ISBN : 0071845348

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Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience by Adrienne Boissy,Timothy Gilligan, Pdf

Put relationship-centered communication at the forefront of care Today, physicians face a hypercompetitive marketplace in which they must meet unique and complex patient needs as efficiently as possible. But in a culture prioritizing clinical outcomes above all, there can be a tendency to lose sight of one of the most critical aspects of providing effective care: the communication skills that build and foster physician-patient relationships. Studies have shown that good communication between doctors and patients and among all caregivers who interface with patients directly results in better clinical outcomes, reduced costs, greater patient satisfaction, and lower rates of physician burnout. In Communication the Cleveland Clinic Way, Dr. Adrienne Boissy and her team tell the story of how Cleveland Clinic created and applied the R.E.D.E. to Communicate: Foundations of Healthcare program, making the world-renowned hospital system a leader in relationship-centered care. They provide a step-by-step guide for healthcare leaders and decision-makers to design, develop, and implement communication skills training in their own institutions. Learn how to: • Craft an effective, colleague-supported communication skills program to include veteran physicians, residents, and medical students • Leverage creative program design and data transparency to engage and facilitate staff physicians and advanced care providers • Identify common misperceptions and myths in healthcare communication and respond to them successfully • Cultivate a true sense of empathy—with patients and fellow caregivers alike—while maintaining professionalism In a field where difficult conversations and stressful relationships are commonplace, clinicians need a structured approach to enable them to deliver the best care possible. Communication the Cleveland Clinic Way is the blueprint for establishing a relationship-centered program that will improve patient experience, reinvigorate doctors’ passion for their work, and elevate any organization.

If Disney Ran Your Hospital

Fred Lee
If Disney Ran Your Hospital Book PDF

Author : Fred Lee
Publisher : Distributed (Non-Hap)
Page : 228 pages
File Size : 46,9 Mb
Release : 2004
Category : Consumer satisfaction
ISBN : CORNELL:31924101521890

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If Disney Ran Your Hospital by Fred Lee Pdf

Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals--both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1⁄2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

Surgical Patient Care

Juan A. Sanchez,Paul Barach,Julie K. Johnson,Jeffrey P. Jacobs
Surgical Patient Care Book PDF

Author : Juan A. Sanchez,Paul Barach,Julie K. Johnson,Jeffrey P. Jacobs
Publisher : Springer
Page : 909 pages
File Size : 53,8 Mb
Release : 2017-05-29
Category : Medical
ISBN : 9783319440101

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Surgical Patient Care by Juan A. Sanchez,Paul Barach,Julie K. Johnson,Jeffrey P. Jacobs Pdf

This book focuses exclusively on the surgical patient and on the perioperative environment with its unique socio-technical and cultural issues. It covers preoperative, intraoperative, and postoperative processes and decision making and explores both sharp-end and latent factors contributing to harm and poor quality outcomes. It is intended to be a resource for all healthcare practitioners that interact with the surgical patient. This book provides a framework for understanding and addressing many of the organizational, technical, and cultural aspects of care to one of the most vulnerable patients in the system, the surgical patient. The first section presents foundational principles of safety science and related social science. The second exposes barriers to achieving optimal surgical outcomes and details the various errors and events that occur in the perioperative environment. The third section contains prescriptive and proactive tools and ways to eliminate errors and harm. The final section focuses on developing continuous quality improvement programs with an emphasis on safety and reliability. Surgical Patient Care: Improving Safety, Quality and Value targets an international audience which includes all hospital, ambulatory and clinic-based operating room personnel as well as healthcare administrators and managers, directors of risk management and patient safety, health services researchers, and individuals in higher education in the health professions. It is intended to provide both fundamental knowledge and practical information for those at the front line of patient care. The increasing interest in patient safety worldwide makes this a timely global topic. As such, the content is written for an international audience and contains materials from leading international authors who have implemented many successful programs.

Fundamentals of U.S. Health Care

Jahangir Moini,Morvarid Moini
Fundamentals of U S Health Care Book PDF

Author : Jahangir Moini,Morvarid Moini
Publisher : Taylor & Francis
Page : 472 pages
File Size : 41,8 Mb
Release : 2017-04-07
Category : Medical
ISBN : 9781317216766

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Fundamentals of U.S. Health Care by Jahangir Moini,Morvarid Moini Pdf

All health care students must be familiar with the basic concepts of health care in the United States. This introductory textbook presents vital information on health care careers and legal, ethical, financial, and policy issues that will help their future practice. It includes chapters on: careers in the health care profession; the complexity of health care; the Patient Protection and Affordable Care Act; professionalism in health; health care for special populations; the Occupational Safety and Health Administration (OSHA) standards; research and advancements in health care; the future of health care. Fundamentals of U.S. Health Care is unique in the way it highlights the important elements of each health career, including job requirements, length of study, and salaries. With the student in mind, this book is accompanied by a website that features detailed PowerPoints and test banks with more than 1,000 review questions. Well-organized and easily understood, this overview provides a reliable, relevant resource and up-to-date reference. It is essential reading for all allied health students, including nurses, surgical technicians, dental hygienists, radiology technicians, medical assistants, pharmacy technicians, physician assistants, and more.

Handbook of Medical Leadership and Management

Paula Murphy,Peter Lachman,Bradley Hillier
Handbook of Medical Leadership and Management Book PDF

Author : Paula Murphy,Peter Lachman,Bradley Hillier
Publisher : Oxford University Press
Page : 225 pages
File Size : 53,6 Mb
Release : 2022-12-06
Category : Health services administration
ISBN : 9780192849007

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Handbook of Medical Leadership and Management by Paula Murphy,Peter Lachman,Bradley Hillier Pdf

The Handbook of Medical Leadership and Management couples the essentials of clinical leadership with a practical approach to help healthcare professionals be effective clinical leaders and managers. Beginning with a theoretical analysis it then focuses on practical ways of being a good manager and leader and the day-to-day requirements of a consultant working within a multi-professional clinical team. This is an essential resource for all those leading and managing a clinical team and those who aspire to lead, covering a broad understanding of the requirements of effective leadership. This includes quality care, patient safety, how to ensure good outcomes, using data for improvement, commissioning services and developing business cases, as well as the development of person-centred care and the education of the next generation of leaders.

Ethical Challenges in Oncology

Colleen Gallagher,Michael Ewer
Ethical Challenges in Oncology Book PDF

Author : Colleen Gallagher,Michael Ewer
Publisher : Academic Press
Page : 348 pages
File Size : 42,8 Mb
Release : 2017-06-23
Category : Medical
ISBN : 9780128039014

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Ethical Challenges in Oncology by Colleen Gallagher,Michael Ewer Pdf

Ethical Challenges in Oncology: Patient Care, Research, Education, and Economics covers a wide variety of topics and viewpoints about ethical issues that arise in oncology throughout the full cancer care continuum. This book provides a holistic view on oncology ethics, incorporating the knowledge and expertise of authors from various departments and oncology specialties within the University of Texas MD Anderson Cancer Center. The first section focuses on the ethical issues associated with treating cancer patients. Next, the ethical challenges associated with oncology research, including funding, regulation, subject selection and the big picture are explored. The third section covers ethical issues associated with education in oncology as it reflects both past and future trends in developing proficient health care providers, patients and even executives. Final sections concentrate on the ethical dilemmas associated with the economic repercussions of oncology, offering thoughts on how to alleviate the ethical consequences that can arise from the global effects of cancer and cancer treatment. Each chapter includes discussion topics, answers pertinent questions and provides an ethical framework for problem- solving in each scenario. The topics uncover the ethical apprehensions and problems associated with oncology research and practice in order to determine best practices as well as provide guidance for all parties involved. Offers a diverse range of topics and viewpoints about ethical issues that arise in oncology Provides direction by bringing real issues to the forefront Contains a truly ethical approach on problems as broad as research, finance, appropriateness of care, and professional education

Clinical Anthropology 2.0

Jason W. Wilson,Roberta D. Baer
Clinical Anthropology 2 0 Book PDF

Author : Jason W. Wilson,Roberta D. Baer
Publisher : Rowman & Littlefield
Page : 211 pages
File Size : 52,8 Mb
Release : 2022-02-10
Category : Social Science
ISBN : 9781498597692

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Clinical Anthropology 2.0 by Jason W. Wilson,Roberta D. Baer Pdf

Clinical Anthropology 2.0 presents a new approach to applied medical anthropology that engages with clinical spaces, healthcare systems, care delivery and patient experience, public health, as well as the education and training of physicians. In this book, Jason W. Wilson and Roberta D. Baer highlight the key role that medical anthropologists can play on interdisciplinary care teams by improving patient experience and medical education. Included throughout are real life examples of this approach, such as the training of medical and anthropology students, creation of clinical pathways, improvement of patient experiences and communication, and design patient-informed interventions. This book includes contributions by Heather Henderson, Emily Holbrook, Kilian Kelly, Carlos Osorno-Cruz, and Seiichi Villalona.

Patients Come Second

Spiegelman Paul,Berrett Britt
Patients Come Second Book PDF

Author : Spiegelman Paul,Berrett Britt
Publisher : Incorporated Original
Page : 208 pages
File Size : 51,9 Mb
Release : 2018-08-21
Category : Business & Economics
ISBN : 1732510237

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Patients Come Second by Spiegelman Paul,Berrett Britt Pdf

Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees. Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever. Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.

Field Guide to the Business of Medicine

Christopher Clyne,Britton Jewell
Field Guide to the Business of Medicine Book PDF

Author : Christopher Clyne,Britton Jewell
Publisher : Lippincott Williams & Wilkins
Page : 192 pages
File Size : 49,9 Mb
Release : 2018-09-17
Category : Medical
ISBN : 9781496396242

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Field Guide to the Business of Medicine by Christopher Clyne,Britton Jewell Pdf

Publisher's Note: Products purchased from 3rd Party sellers are not guaranteed by the Publisher for quality, authenticity, or access to any online entitlements included with the product. Today’s health care is much more than Medicine. Health care professionals and administrators must be familiar with the non-medical aspects of health care if they are to be successful. From the basics of government and private insurance, to reimbursement methods, payment models, practice paradigms and new industry trends this indispensable guide provides much-needed information for medical students and residents, emerging health care professionals, and anyone who wants a clear perspective on the requisites, protocols, and regulations of today’s health care system.

Through the Patient's Eyes

Margaret Gerteis
Through the Patient s Eyes Book PDF

Author : Margaret Gerteis
Publisher : Jossey-Bass
Page : 360 pages
File Size : 50,6 Mb
Release : 1993-06-11
Category : Medical
ISBN : UOM:49015002581255

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Through the Patient's Eyes by Margaret Gerteis Pdf

Sponsored by the Picker/Commonwealth Program for Patient-Centered Care In this comprehensive, research-based look at the experiences and needs of patients, the authors explore models of care that can make hospitalization more humane. Through the Patient's Eyes provides insights into why some hospitals are more patient-centered than others; how physicians can become more involved in patient-centered quality efforts; and how patient-centered quality can be integrated into health care policy, standards, and regulations. The authors show how, by bringing the patient's perspective to the design and delivery of health services, providers can improve their ability to meet patient's needs and enhance the quality of care.

Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System

Joseph A. Michelli
Prescription for Excellence Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System Book PDF

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
Page : 347 pages
File Size : 49,5 Mb
Release : 2011-05-20
Category : Business & Economics
ISBN : 9780071773904

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Prescription for Excellence: Leadership Lessons for Creating a World Class Customer Experience from UCLA Health System by Joseph A. Michelli Pdf

THE #1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLER! “Like any business, a hospital must be true to its core values in order to succeed. ‘Trickle-down values’ start at the top with the best leadership, so that all the stakeholders understand and carry out the institution’s mission. That is the gift that David F einberg has brought to U CLA. I am in awe of his management skills.” —Lynda Resnick, owner of Pom Wonderful, Fiji Water, Teleflora, and Wonderful Pistachios “With clear purpose, unwavering principles, and steadfast leadership, the people at UCLA have established a new bar, a compelling promise, for what healthcare can and should be.” —David M. Lawrence, M.D., former CEO, Kaiser Permanente “An absorbing and educational account of a large institution’s astonishing transformation. The strong, courageous, and focused leadership of David Feinberg and his outstanding team is evident on every page. A tremendous lesson for all large enterprises.” —William E. Simon, Jr., cochairman, William E. Simon & Sons “Most leadership authors describe how to apply common-sense principles. Michelli is a notable exception. He artfully describes the compelling, uncommon leadership practices that transformed UCLA Health System. The resulting lessons are plentiful and powerful for today’s business leader.” —Lee J. Colan, Ph.D., author of Sticking to It: The Art of Adherence About the Book: Joseph Michelli, author of The Starbucks Experience and The New Gold Standard, is among the world’s top authorities on the principles of creating an organizational culture dedicated to service excellence. In these bestselling books, he examines how leading service companies dominate their respective industries with innovative customerexperience strategies. Now, Michelli turns his attention to one of the most complex, controversial, and critical industries—healthcare. In Prescription for Excellence, Michelli provides an inside look at an organization that has become the envy of its industry—and explains how you can dominate your own industry by using the same approach. UCLA Health System is revered worldwide for its top-tier patient/customer care. Great physicians, nurses, researchers, and staff are only part of the equation; UCLA’s overall success is a result of organization-wide collaboration that is driven by leaders with a shared vision of unyielding excellence. Michelli breaks down UCLA’s approach into five simple principles: Commit to Care Leave No Room for Error Make the Best Better Create the Future Service Serves Us From administrative offices to operating rooms to research centers, continued adherence to these five principles has guided UCLA to financial strength, social significance, and sustainability. The best part is that these principles translate to any industry, so you, too, can achieve similar goals. Michelli gives you the tools to adapt UCLA’s ideas, systems, and leadership principles into your own best practices. Whether it is a healthcare organization, a financial institution, or a neighborhood hair salon, good business begins and ends with customer connection. When all workers in an organization focus on providing quality care for those they serve, success inevitably follows. Business is always personal; UCLA’s leadership ensures that this simple truth drives every UCLA employee, every day. Apply the lessons Michelli spells out in Prescription for Excellence to create a system that ensures that your people take business personally, day in and day out.